Products & Services

Inbound Call Centers

Efficiently Manage Your Inbound Call Center Operation

The Connect First Inbound Call Routing Platform was designed to allow you to have total control over the flow of your calls in your inbound call center. With key features such as flexible scheduling, skills-based call center agent selections, and our proprietary QueueFlow routing engine, you have the ability to route calls exactly to your specifications. The fully self-service call center management platform makes it simple and easy to manage and monitor your call center from anywhere in the world. All you need is web browser and an internet connection.

Key Inbound Call Routing Features
DID (direct inbound dial), Toll-Free, or pure SIP (VOIP) termination

Connect First will help you determine the most cost-effective solution for terminating your calls to our call center management platform.

Skills-Based Call Center Agent Routing - Find the best agent for the inbound call center job quickly and efficiently, or roll-over to less overflow agents to reduce queue wait times.

Flexible On-Hold Messaging - Have your inbound phone callers listen to custom audio and pre-recorded messages while waiting in queue.

Call Recording - Record all your inbound phone calls to ensure the highest levels of quality.

Real Time Reverse Match - Know the name and address of the caller before a call is presented to a call center agent.

Geo-Spatial Routing - Route your inbound phone calls, based on the physical location of the caller.

DNIS Based Call Queues (Gates) - Configure routing rules by DNIS or place multiple DNIS (dialed number information system) into a group to be handled in a similar fashion.

Exception Handling - Handle special conditions such as: No Agents, Too Many Calls In-Queue, Out of Hours (Closed), Throttling (caller called too many times), etc.

Direct Agent Dialing - Assign your agents extensions and allow inbound callers to reach a specific call center agent by a predetermined extension number.

DTMF (Touch Tone) Queue Events - Allow your callers to enter touch-tones to make choices while in sitting in queue. Send to IVR (Interactive Voice Response), Voicemail, schedule a call-back, etc.

Third Party Transfers - Send calls to a third party DID or Toll-Free at any point in a call's life-cycle.

Interactive Voice Response - If the required functionality can't be handled by the QueueFlow routing engine, we can pass control to an Interactive Voice Response (IVR) application to provide additional functionality. Custom IVR applications can be developed quickly and easily.

CRM Integration - Our system can communicate with any number of HTTP enabled CRM packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated call center solution.

Custom Scripting - Create custom dynamic scripts to guide your agents through call processing. Capture and store data to associate with the inbound phone call.

Real Time SOAP/Web Service Data Transfers - If you need your call center data in real-time, our system can stream data synchronously via any standard SOAP interface allowing your systems to know about your inbound phone call the minute it happens.

• How Our Inbound Call Center Solution Works

Our hardware receives the inbound phone calls in one of our carrier grade, tier-1 facilities. Call control is passed from the switching hardware to the intelligence layer of the Connect First platform. The intelligence layer takes into account all the configuration and preferences set by you in the administrative application. If a suitable call center agent is found, the system will make a connection to the agent via standard land-line, soft-phone, or SIP device. Once the agent is connected with the system he/she will hear a whisper message signaling the type of call being received. This whisper message coincides with a CTI (Computer Telephony Integration) screen pop to their computer providing relevant scripting and caller information to allow the call center agent to properly handle the inbound phone call. Once the call and corresponding work have been completed, the agent is automatically made available and is ready to take their next incoming phone call.

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